Director of Customer Success
Director of Customer Success
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Job Description
Job summary:
As the Director of Customer Success you will report directly to the Head of Customer Success carrying 2 4 Enterprise accounts working closely with key stakeholders to develop and execute a customer success strategy that puts our customers first and ensures they are achieving their desired outcomes from our products and services. You will be a playercoach working with the CSMs to identify opportunities to improve customer satisfaction and retention and to identify new revenue streams that are aligned with our customers needs.
Your team:
Your initial focus will be to ramp up product knowledge and take on a portfolio of accounts before taking on projects and specific areas of focus to drive the growth and development of the team as well as the overall performance of the Customer Success team. You will then work directly with CSMs on the team to drive results for their accounts.
Responsibilities and tasks:
Own the retention and expansion of your designated accounts.
Contribute to developing the customer success strategy that puts our customers needs and goals at the centre of everything we do to drive revenue and market share through upsell cross sell and customer growth.
Establish and maintain a culture of mutual accountability between the Customer Success team and customers.
Advocate for our customers needs and rally resources to support them when needed.
Work directly with 1 4 Customer Success Managers to identify risks and opportunities within their accounts and coach them to address.
Increasing product adoption customer loyalty and retention and customer satisfaction while actively setting and contributing to churn reduction tactics
Work closely with the sales marketing and product teams to identify opportunities for upselling crossselling and new revenue streams that are aligned with our customers needs and goals to increase ROI.
Collaborate with other teams to ensure seamless customer onboarding and ongoing support and to drive customer success across the entire customer journey
Continuous operational improvement: Implement processes and initiatives to continuously improve the effectiveness and efficiency of the customer success function such as implementing new processes or methodologies streamlining workflows or optimising resource allocation.
Qualifications :
What You Need to Succeed at BlueOptima:
7 years of experience in customer success account management or related fields with a strong track record of delivering exceptional customer experiences
Deep understanding of SaaS business models and customer success best practices and a passion for staying uptodate with the latest trends in the industry
Experience working with enterpriselevel customers and a proven ability to build and maintain strong relationships with key stakeholders
Excellent communication and interpersonal skills with a customerfirst mindset and a passion for building strong customer relationships at the executive level of Fortune500 companies
Strong analytical and problemsolving skills with an ability to use data to identify trends and risks in account health make decisions and drive continuous improvement
Ability to work in a fastpaced dynamic environment and to prioritise and manage multiple projects and initiatives simultaneously
Good to have:
Experience in software development or related technical fields to become a trusted advisor to our clients senior management
Successfully planned and delivered crossselling and expansion strategies
Additional Information :
Why join our team
Culture and Growth:
- Global team with a creative innovative and welcoming mindset
- Rapid career growth and opportunity to be an outstanding and visible contributor to the companys success
- Freedom to create your own success story in a highperformance environment
- Training programs and Personal Development Plans for each employee
Benefits:
- 32 days of holidays (including 8 bank holidays)
- Annual Leave Purchase
- Hybrid working 2 days remote and 3 days in the office each week
- Flexible Work from Long Distance 4 weeks a year
- Top of the line equipment (i.e. laptop headset desk gaming monitor)
- Office in Elephant and Castle with free drinks and snacks
- Cycletowork scheme
- 12 Weeks Paid Maternity and Paternity Leave
- Pet friendly office
Stay connected with us on LinkedIn or keep an eye on our career page for future opportunities!
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
